Michele Arpaia

Michele Arpaia

Michele Arpaia is a Retail Industry Strategist

We have hit an inflection point where technology is now so pervasive and so useful that we’re past the tipping point. This is a fundamental shift that has redefined the rules of the game. The digital era is the face of this new game. One of the core characteristics of

Omnichannel strategies — the many critical moments when customers interact with the organisation’s channels and its offerings — are a source of ongoing frustration for most retailers who are busy trying to  keep pace with their competition. But the narrow focus on maximising satisfaction on those touch-points has diverted attention from a more important

The challenge posed by modern digitization and its lightning fast pace is forcing companies to differentiate and fit at a scale and speed just unimaginable a decade ago. The perennial question is: how can firms get an edge over competition? As Michael Porter has taught us, competitive advantage is not